Stream sessions and Round Tables at this year's ECEW

Customer Experience (CE) is a methodology which could and should apply across all areas of your organisation. With this in mind, ECEW 2012 offers on each day an afternoon session of streamed content, where every delegate can choose which stream they want to attend on each day. Optionally, at each lunchtime, Round Table sessions are held focusing on differing areas of Customer Experience.

This year, the three streams cover the topics of: Employee Engagement, Financial Benefits and Social Media.

Firstly, in Financial Benefits, in response to feedback we've received, we provide delegates with the facts and figures they need to convince the Board to adopt CE in their organisation. LV have undergone a major internal change leading to the reversal of the company's decline and a leap to becoming one of the top 5 insurers in the UK. They, along with Royal Mail, Yodel, British Gas, the BSI and Vodafone will give examples of how CE benefits the bottom line as well as transforming your organisation. Learn how to construct your business case for investment in CE in your company by hearing how key brands have utilised CE for growth in competitive markets.

Social Media (SM) is the current buzzword, and it aligns with Customer Experience as SM is used to distribute the views of the customer, both good and bad. This year, we a stream session from the poster boy for the SM-enabled customer, Dave Carroll, whose views on the service he received were seen by millions worldwide. Leading brand innocent talk on inspiring meaningful connections, TomTom on building virtual communities of users, researchers Forrester on aligning CE with SM, as well as a Polish company whose work has resulted in more than half a million 'likes' on Facebook.

Finally, in Employee Engagement, we have leading employers Marks and Spencers describing how they have brought employees into the most successful change programme in the brand's history: "Plan A". New media agency NixonMcInnes take a look at engaging Generation Y employees with innovative and radical tactics; Ford, SAS Airlines, Norton and Lloyds also give real-world examples from their own businesses.

Note that delegates can opt to take part in different streams on different days, allowing you to cover several topics during the event.

In the Round Table sessions each lunchtime, delegates can opt to take part in discussions around key issues in CE. Topics such as "The Maturing Voice of the Customer", "The place of Social Media in your customer service strategy" and "Listening is no longer enough" are covered by industry experts in a format that enables you to take part and focus on issues relevant to your needs and plans.

Details on how to decide which stream to participate in and how to book a seat at the Round Table discussions will be provided to delegates after they have registered for the event.